Manager, Call Center

Responsibilities

• Lead and oversee call center operations to ensure service levels, quality standards, and KPIs are consistently met
• Provide direct oversight of third-party call center vendors to ensure contractual goals and performance objectives are achieved
• Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts
• Resolve complex internal and external inquiries and escalations
• Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements
• Partner with internal stakeholders to forecast volume fluctuations and proactively plan staffing needs
• Oversee Quality Assurance and Training programs, including curriculum development and coaching
• Analyze call center data and develop reporting to drive operational insights and performance improvements
• Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline
• Participate in operational governance meetings and recommend process improvements to reduce risk

Requirements

• Proven experience in operational leadership within a call center environment
• Strong data-driven decision-making skills and ability to analyze operational metrics
• Experience with vendor oversight and managing third-party service providers
• Proficiency in workforce planning and forecasting to manage staffing needs
• Knowledge of regulatory compliance within a financial services environment

About the Company

Broadridge is a global technology leader that provides transformative technology and expertise to the financial services industry. We power investing, governance, and communications for our clients, driving operational resiliency and elevating business performance. As a certified Great Place to Work®, Broadridge employs over 15,000 associates across 21 countries.